Clear, straightforward returns
Returns & Refunds
Our 30-day change-of-mind policy covers most eligible unused standard-stock items and is in addition to your statutory rights. The Returns Portal page explains whether to use a parcel label, request our Ā£25 weekday collection service or arrange suitable return transport. Consumers can also give a clear cancellation statement by email.
How to return an item
Please wait for the correct practical return instructions before sending anything. Standard parcels, eligible bulky items and palletised goods use different return methods.
Open the returns page
Use the Returns Portal page to identify the correct route for your product and reason for return.
Submit the details
Enter your order details, select the item and upload photographs if it is damaged, faulty or incorrect.
Wait for instructions
Follow the parcel instructions, wait for confirmation of a requested collection, or arrange suitable insured pallet transport where required.
Return & refund
Package the goods securely. We normally process an approved refund within 7 working days of receiving and inspecting the return.
Request an eligible change-of-mind return under this additional policy within 30 days of delivery. This policy is in addition to your statutory rights, including your separate rights when goods are faulty, damaged or incorrectly supplied. Please wait for practical return instructions before sending anything so the correct address and transport method can be used.
What can be returned?
This table summarises our additional 30-day change-of-mind policy. Its conditions do not replace statutory cancellation rights or your separate rights when goods are faulty, damaged or incorrectly supplied.
| Item type | WWFS 30-day policy | Conditions |
|---|---|---|
| Standard-stock products | Usually eligible | Unused, complete, in the original packaging and in clean, resellable condition. |
| Adhesives, oils, lacquers, cleaners and consumables | Conditional | Containers and seals must be unopened, with the product unused and suitable for resale. |
| Wood flooring | Conditional | Full unopened packs only, unused, undamaged and in clean original packaging. Custom, bespoke or made-to-order flooring is not normally returnable for a change of mind. Other special-order flooring is assessed individually. |
| Levelling compounds & screed | Conditional | Unused, unopened bags only, kept dry and in clean, resellable condition. Obtain the correct return instructions before sending them; change-of-mind returns use customer-arranged suitable pallet transport. |
| Long trims, thresholds & suitable bulky items | Conditional | Unused, uncut, complete and in clean original packaging. Standard parcel labels are not available. Our optional Ā£25 weekday collection may be offered after we confirm the item and postcode are eligible. |
| Hand and power tools | Usually eligible | Unused, complete with all supplied parts and accessories, and in the original undamaged packaging. |
| Custom, bespoke or made-to-order products | Not normally eligible | Goods made to your specification or clearly personalised cannot normally be returned for a change of mind, but your rights still apply if they are faulty or incorrectly supplied. |
| Other special-order products | Please check | Eligibility depends on the product and how it was ordered. Any return restriction will be explained before purchase and cannot override applicable statutory rights. |
| Used, installed, mixed, applied, cut or altered products | Not eligible | We cannot accept a change-of-mind return once a product has been used, installed or altered. |
Do not write on, tape labels directly to or mark the manufacturer's packaging. Place labels and paperwork on suitable protective outer packaging.
Change-of-mind returns
If you ordered the wrong product or no longer require it, you are normally responsible for the direct return cost. The correct route depends on the product's size, weight and transport requirements.
Portal label or your own courier
For an eligible standard parcel, the Returns Portal may offer a prepaid label. Its cost is shown before submission and deducted from the approved refund. You may instead use your own tracked and adequately insured courier after receiving the correct return instructions.
- Use the label only for the approved item and parcel.
- Keep your proof of postage and tracking details.
- Parcel labels are not suitable for long trims, flooring, levelling compounds, screed, machinery or palletised goods.
Eligible long and bulky items
For eligible trims, thresholds and certain other suitable bulky items, you can request our Monday-to-Friday collection service through the Returns Portal page. The Ā£25 transport cost is deducted from the approved refund.
- Your preferred weekday is a request until we confirm it by email.
- Goods must be securely packaged, accessible and ready throughout the confirmed collection window.
- This service is not available for flooring, levelling compounds, screed or other palletised goods.
Flooring, levelling compounds, screed and pallet goods
For an eligible change-of-mind return, contact us for the correct receiving address and handling instructions, then arrange and pay for suitable tracked and insured return transport.
- Do not use a standard parcel label or the Ā£25 collection request.
- Use a carrier that accepts the product length, weight, pallet size and contents.
- Keep evidence of dispatch, tracking and adequate transport insurance.
Submitting the form does not book a collection. Wait for our confirmation email. If a confirmed collection fails because nobody is available or the goods are not safely packaged and ready, we may pass on only the reasonable direct carrier cost of the failed collection or rebooking and will explain it before another attempt. No additional charge applies where the carrier is at fault.
Packaging your return
Returned goods must be protected for the approved transport method. Original retail packaging is not always sufficient transit packaging.
Use strong outer packaging
- Use a strong outer box or protective wrapping suitable for the item's weight.
- Immobilise the contents and protect corners, lids, handles and exposed edges.
- Remove or cover old courier labels before attaching the new return label.
- Do not send leaking, open or inadequately sealed liquids.
Protect the full length
Long trims, thresholds and machinery must be protected along their full length, with reinforced corners, ends and vulnerable parts. Packaging must be suitable for the agreed carrier and collection method.
Keep the product secure inside the packaging so it cannot move or break through during handling.
Keep packs and bags dry and supported
Flooring packs and unopened levelling-compound or screed bags must be secured on a suitable pallet, fully supported, strapped and protected from impact and weather. Use clean original packaging and do not send leaking or opened products.
Any deduction for inadequate return packaging is limited to the actual reduction in value caused, subject to your legal rights.
Flooring, levelling compounds, screed and pallet returns
These goods use specialist transport and a separately confirmed return address. For change-of-mind returns, standard parcel labels and our optional Ā£25 collection service are not available for them.
For a change-of-mind return, wait for the correct receiving address and handling instructions. Contacting us for practical return instructions does not make a statutory cancellation conditional on our approval.
Arrange suitable insured transport
Specialist return transport costs vary with the product, postcode, access, pallet size and carrier. Contact us before ordering if you need a current carrier-based estimate for a possible change-of-mind return.
- You arrange and pay the direct cost of a suitable tracked and adequately insured courier or pallet transporter.
- Goods must be unused, unopened where required, dry, complete and securely prepared for transport.
- Do not send goods to our trade counter, a supplier or another address unless your return instructions say to do so.
- Keep the carrier receipt, tracking details and insurance evidence.
Report the issue through the portal
- Use the Returns Portal for the report, whatever the product type, and upload the requested photographs.
- Do not cut, fit, mix, apply, alter or dispose of the goods or packaging while the issue is assessed.
- If we confirm that we are responsible, we will arrange or cover the appropriate reasonable return method at no cost to you.
- These practical instructions do not reduce your statutory rights.
Damaged, faulty or incorrect goods
If there is a problem with your order, report it through the Returns Portal as soon as possible so we can put it right.
Inspect before use or installation
- Where reasonably possible, inspect the parcel, pallet and visible goods while the carrier is present.
- Ask the driver to record visible damage or shortages. Where practical, seriously damaged goods may be refused. Signing for delivery does not remove your statutory rights.
- Report visible transit damage through the Returns Portal as soon as possible, preferably within 48 hours of delivery.
- Photograph the complete item, close-up damage, every side of the packaging, the shipping label and any pallet or wrapping.
- Keep the goods and packaging. Do not use, mix, apply, cut, install or dispose of anything while the issue is assessed.
The 48-hour request helps us investigate with the carrier and is not a restriction on your statutory rights.
No return charge to you
If the goods are confirmed as damaged in transit, faulty or incorrectly supplied by us, we will arrange the appropriate return at no cost to you.
Depending on the circumstances and your legal rights, the appropriate solution may be a replacement, repair, price reduction or refund.
We consider the order, delivery record, packaging and photographs. Free return arrangements apply where we confirm transit damage, a fault or incorrect supply for which we are responsible. Damage caused after delivery by misuse, unsuitable storage, mishandling, installation, alteration or deliberate damage is not treated as transit damage. Each claim is assessed fairly and this does not affect your statutory rights.
After we receive your return
Refunds and deductions
We normally process approved refunds within 7 working days of receiving and inspecting the return. Refunds are made to the original payment method unless you expressly agree otherwise, and your bank or payment provider may take additional time to show the funds. Any statutory refund deadline that applies to your return remains unaffected.
We will explain our assessment and any proposed lawful deduction. If a confirmed Ā£25 collection fails because nobody is available or the goods are not safely packaged and ready, we may pass on only the reasonable direct carrier cost of that failed collection or rebooking and will explain it before another attempt. No additional charge applies where we or the carrier are at fault.
Need to cancel an order?
Contact us immediately. We dispatch orders quickly, but if the order has not been processed or collected by the courier, we will do our best to cancel it before it leaves us.
Statutory rights are unaffected
Our 30-day policy is an additional WWFS offer and does not limit your legal rights. Conditions such as unused, unopened and original packaging apply to that additional policy. Consumers buying online normally have 14 days after delivery to notify us that they wish to cancel an eligible order, followed by 14 days to return the goods. You may give a clear cancellation statement through the portal or by email. Statutory cancellation does not depend on our approval, although waiting for practical return instructions helps ensure that you use the correct address and transport method.
During the statutory cancellation period, goods may be inspected only as reasonably necessary to establish their nature, characteristics and functioning. Original packaging is strongly recommended, but its absence does not automatically remove statutory rights. Any lawful deduction reflects the actual reduction in value caused by handling beyond what would reasonably be permitted in a shop. Faulty goods are protected separately under the Consumer Rights Act 2015. References to statutory consumer rights apply where the purchaser is acting as a consumer.
Ready to start your return?
Use the Returns Portal for standard parcels and for any damaged, faulty or incorrect goods. Use its collection request for eligible trims and suitable bulky items. Contact us before arranging a change-of-mind flooring, levelling-compound, screed or pallet return so we can provide the correct receiving address and handling instructions.
Do not send goods to our trade counter, a supplier or any other address until you have the correct return instructions. The instructions will confirm the appropriate address and transport method. Nothing on this page excludes or limits any rights or remedies available under applicable consumer law.